Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  INSURANCE FRAUD I was in a very minor accident where the at fault driver did some cosmetic scrapes along my rear passengers side. The event was documented and my vehicle has photos and videos from before the collision shop *************** claimed 100% liability and told me to take it to a shop for repairs. I dropped my vehicle off at iron mountain collision in loveland. My vehicle was at iron mountain collision for over two weeks with no repairs done or agreement with insurance. They claim vehicle is totalled with $9,000+ repairs and $4,000 storage My car was being held ****** till insurance company paid $4,000+ storage/inspection fee?! Upon payment and receiving my vehicle back we have determined that parts have been swapped off my vehicle. My front and passenger seats were replaced with old damaged seats from a serious collision (broken twisted seat bracket) my vehicle has never had enough front force to do that to the seats . The seats now are different trim level, they were all leather and now my seats have cloth sides. My seatbelt sensors do not work , and my weight sensor airbag is not working . None of this was an issue before dropping my vehicle off at iron mountain (attached photos of original scrapes , and broken passenger seat bracket) I filed a case with attorney general insurance fraud , and plan to take this matter to district court Avoid getting involved with this fraud company

  Business Response

  Date: 12/02/2024

  Good morning,

   

  *** ***** did drop his vehicle off on 11/15/2024. When a vehicle is dropped off, we do check in photos of the complete vehicle inside and out. The vehicle was hit on the passenger side as *** ***** stated. Our estimate to the insurance company was for ********. That means the vehicle repairs were at 80% threshold. Most insurance companies' total vehicles when they reach that threshold. Iron Mountain Collision does not total vehicles. Only the insurance company can. *** ***** was notified his vehicle was a total loss by an email from **************. Immediately was claiming we were holding his vehicle hostage. There is a process that happens when a vehicle is deemed a total loss and one of the procedures is to pay the shop what is owed before the vehicle is moved. This is a normal procedure. The insurance company recognized they drug their feet and paid us for storage, diagnostic, estimate and admin fees which *** ***** signed our contract and was made aware that there would be final fees. I assured *** ***** that these fees were owed by the insurance. *** ***** himself was not charged any money at all. The insurance company paid *** by credit card at 10:08 am and *** ***** picked up his vehicle not long after. As far as his claim that we took his seats that is absolutely ridiculous. I have check in photos of interior and exterior. *** ***** claim s have no merit.

  Customer Answer

  Date: 12/02/2024

  Complaint: 22616652
  
  I am rejecting this response because:

  It will be settled by a Judge & Jury 
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Had my truck towed here for an estimate and it ended up being a total loss.The truck ended up going to copart for a month or so and I then received it back because my claim was denied.This shop failed to return all the parts to the vehicle before shipping it out.I had gone to collect my belongings before it went to copart and noticed a taillight,tailgate and headlight were missing from the parts removed from my vehicle.They refuse to do anything about it and say it isn't there fault they didn't return the parts to the vehicle.

  Business Response

  Date: 10/04/2023

  from: Janese <[email protected]>
  to: "[email protected]" <[email protected]>
  date: Oct 4, 2023, 8:23 AM
  subject: 20588316-29776
  
  Mr. Burge's Truck was towed into our facility on 6/1/2023 and on 7/5/2023 Allstate Insurance deemed his truck a total loss. At that point, the insurance company dispatches Copart (salvage company) to Iron Mountain to pick up the salvage vehicle. When Copart comes to the property at Iron Mountain if there are any parts that were off the vehicle Copart is responsible for picking up those parts. Once that vehicle leaves and is taken to the salvage yard, we have no idea what they do with this vehicle and its parts. Copart has been known to lose parts and quite frankly lose complete vehicles. Once the vehicle leaves the property, I am no longer responsible. We do not have any parts on the property that belong to this vehicle. Per the Colorado Motor Vehicle Act once the salvage company picks up the vehicle we are released of any liability. 
  
  Thank you,
  Janese Henson
  Rowley's Auto Collision Experts DBA Iron Mountain Collision / Rowley's Collision Center
  Claims Manager
  970-674-1891 / [email protected]
  Iron Mountain Collision - 804 E. Eisenhower Blvd / Loveland / Colorado 80537
  Rowley's Collision Center - 187 SE 14th St./ Loveland / Colorado 80537

  Customer Answer

  Date: 10/04/2023

  Complaint: 20588316
  
  I am rejecting this response because:I have already spoke with copart.They determined that they never received the parts from iron mountain.It not their fault that iron mountain didn't make them aware of the parts being separate from the vehicle.I have pics of when they picked it up.
  
  Regards,
  
  Brendan Burge

  Business Response

  Date: 10/16/2023

  from: Janese <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Oct 16, 2023, 10:49 AM
  subject: Re: BBB Complaint ID 20588316 | Additional Response Required
  
  We have no response. We followed the MVRA of Colorado. The Copart driver did not inventory the vehicle and the parts he picked up and per MVRA it is not our responsibility. It is Copart's responsibility to make sure they have everything. 
  Thank you,
  Janese Henson
  Rowley's Auto Collision Experts DBA Iron Mountain Collision / Rowley's Collision Center
  Claims Manager

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to Iron Mountain Collision on 05/22 to get body repairs due to a no-fault claim. I was referred to the company by a close friend who used to own a body shop only to find out later that he didn't have any prior experience with them. The company was not a preferred State Farm provider but assured me they work with all insurance companies and ensure vehicles are repaired correctly without cutting corners. They said insurance always want you to use a preferred shop but they typically cut corners and have deals with the insurance company. Iron Mountain continued repairs without proper notification or consent even after State Farm declined a bunch of expenses. They said this was common but they always come to an agreement in the end. Another body shop and both insurance companies indicated their charges are not reasonable or customary to the area. Once my vehicle was finally done, I paid $6,946.11 out of pocket and State Farm paid $10,354.81. The total balance was over 195% of the original estimate. Once I got my vehicle back home, I noticed major safety concerns (seats and seatbelts), missing parts, and other cosmetic issues with the repairs. I took it to a local body shop who advised me not to drive it until they could fully inspect all the repairs to ensure there aren't additional safety issues. I didn't drive it for over two weeks but was forced to use it when my fiancé left town for a few days. After less than a week, the vehicle will no longer start. The truck makes a large electrical snapping noise and the lights flash inside when the ignition is engaged. The other body shop won't touch or look at the vehicle until State Farm gives them approval to proceed. Based on the quality of the repairs, I am seeking a reputable shop to finish the job with reimbursement from Iron Mountain for all out-of-pocket expenses to date plus any additional charges incurred for a proper repair that would bring the vehicle back to pre-loss condition.

  Customer Answer

  Date: 09/11/2023

  To clarify, I dropped off my vehicle on 05/22/2023 and picked it up on 08/16/2023.

  Business Response

  Date: 10/03/2023

  from: Janese <[email protected]>
  to: "[email protected]" <[email protected]>
  cc: Branden <[email protected]>
  date: Oct 3, 2023, 1:49 PM
  subject: 20587145 ******* ********
  
  Good Afternoon,
  
  We have attached a few emails from Mr. ******** showing the communication that we have tried to have with him. We have offered many times to put him in one of our vehicles so we may address the issues that he says he is having with his vehicle. But he has declined we also offered to address it by seeing an estimate from the other shop he says he took the vehicle to. But never has sent us anything that a certified body shop has agreed with him on the issues that he is having. Without the vehicle in-house or an estimate stating that a certified body shop found these same issues, I don't know how we can help him. Also, in other emails, we have tried to send him money that we received from the insurance copy that was sent to us that should have gone to him but he doesn't respond to us to where we need to send the money. The bottom line we are trying to resolve this. Please see attached.
  
  Thank you
  
  Janese Henson
  Rowley's Auto Collision Experts DBA Iron Mountain Collision / Rowley's Collision Center
  Claims Manager
  970-674-1891 / [email protected]
  Iron Mountain Collision - 804 E. Eisenhower Blvd / Loveland / Colorado 80537
  Rowley's Collision Center - 187 SE 14th St./ Loveland / Colorado 80537

  Customer Answer

  Date: 10/03/2023

  Complaint: 20587145
  
  I am rejecting this response because:

  Iron Mountain Collision knowingly delivered my vehicle with unsafe subpar repairs which will be documented by a well-respected dealership with an A+ rating on the BBB. They know we live over 200 miles away which takes roughly 4 hours each direction in good weather yet they have no regard for our time and safety. They had the opportunity to notify us in advance that they needed additional time to ensure the truck was safe and repaired to pre-loss condition before we picked it up but failed to do so. They had another opportunity to point out any concerns with the repairs during our walk-around but chose to withhold this information again. The owner, Kevin Rowley, even went as far as to say that he guaranteed the interior was in far better condition than when I dropped it off. I am not in the auto repair industry and mostly focused on the exterior during my pickup inspection as I trust the professionals to do what is right. After further inspecting the interior when we got home, we began noticing issues so the next morning I took it to another body shop for a professional opinion. They immediately identified issues with the repairs and noted the unsafe installation of the rear seat and seatbelt. They recommended not to drive the vehicle until it could be properly inspected and repaired. Aside from the subpar unsafe repairs, they also pointed out a lot of concerns with their billing practices. After speaking with that body shop, I asked Iron Mountain to provide proof of multiple charges and invoices which were never provided. I quit driving the vehicle that day then had it towed to a local dealership a couple weeks later when it wouldn’t start. They immediately noted the same issues with the repairs and were also astonished by their final invoice. Progressive and State Farm Insurance also had issues with their billing practices and refused to pay charges that are not customary to the industry or market. I paid over $7k to pick up my vehicle for a no-fault insurance claim only to schedule additional repairs to get it done right. Iron Mountain offered to fix their faulty repairs after knowingly delivering the vehicle in that condition. Regardless of their location, I would not feel comfortable taking my vehicle back to them after their complete disregard for our safety. They advertise themselves as “the best auto repair shop in Northern Colorado because we prioritize the safety of our customers and their families above everything else.” They had a duty of care that was knowingly breached. What if we had a child or any passenger in the rear seat and were involved in an accident? The other body shop and dealership both confirmed it was not safe which will be documented in the final repair invoice. Iron Mountain failed to exercise care or diligence in ensuring a safe vehicle and created unreasonable risk of harm by delivering it in that condition. As far as the additional insurance check goes, they should not have cashed it in the first place as the invoice was already paid in full. The check should have been sent back to the insurance company so they could set up a payment with me directly. Iron Mountain also has my address on file and could have easily mailed it back after I first notified them. They keep telling me that all correspondence need to come from my attorney even though I keep advising them I have not retained one yet only discussed the situation. Once the dealership finalizes the repairs, Iron Mountain will have an opportunity to reimburse me for all my out-of-pocket expenses prior to us bringing civil charges.
  

  Regards,
  ******* ********

  Business Response

  Date: 10/16/2023

  from: Janese <[email protected]>
  to: Clay Andersen <[email protected]>,
  "[email protected]" <[email protected]>,
  Rose <[email protected]>,
  Branden <[email protected]>
  date: Oct 16, 2023, 10:47 AM
  subject: Re: Additional Response Required | BBB Complaint ID 20587145
  
  We have offered many times many solutions and you reject every offer therefore we are at a standstill. When you are ready to be serious and give us the opportunity to see if your claims have merit. You are not allowing the shop to inspect what you claim we did wrong. Till you do we will no longer engage in this back-and-forth slander. If you truly have these claims, then you would want us to resolve them or prove what the other shops say. We have asked for the other shops' claims of what we did wrong but you have yet to prove it. Either bring us the vehicle or contact our Lawyer. 
  
  Thank you,
  Janese Henson
  Rowley's Auto Collision Experts DBA Iron Mountain Collision / Rowley's Collision Center
  Claims Manager

  Customer Answer

  Date: 10/20/2023

  Complaint: 20587145
  
  I am rejecting this response because:

  You have seen all the pictures of the issues and the missing part that costs over $1,100 to repair. You claim to be the best repair shop on NW Colorado but your techs cannot properly install a seat or seatbelt. The trim on the door had a gap that was larger than an inch. You and your entire team are well aware of what you've done. You grossly overcharged us after lying to get our business. You have multiple violations of the Motor Vehicle Repair Act. You utilized intimidation tactics while I was present then returned my vehicle with the interior in poor condition while jeopardizing the safety of my family. The vehicle is still in the shop as the UAW strike are causing delays in getting the parts to fix your faulty repairs. You will have an opportunity to make me whole when I have a final bill or we will seek treble damages for the nightmare you've put us through.
  
  Regards,
  
  ******* ********

  Business Response

  Date: 10/20/2023

  We are no longer going to respond he has his own opinion. We are not going to continue to go back and forth with this. He can contact our attorney and he has that info or he can bring the vehicle here for us to inspect. I am not going to argue when he won't prove we did anything wrong. I have proven over and over that we would inspect it and if something is wrong, we would stand behind our repairs. I have him on video the day he picked it up saying everything looked great. 

  Customer Answer

  Date: 10/27/2023

  from: ******* ******** <**********************>
  to: "[email protected]" <[email protected]>
  date: Oct 27, 2023, 2:00 PM
  subject: Complaint 20587145
  
  Could you please post my response and pictures to my complaint? I've been trying on the website all week. 
  
  Complaint: 20587145
  
  I am rejecting this response because:
  
  I sent proof of the issues with the repairs the same night I picked up the vehicle. We have everything documented and time stamped but included a few pictures for the BBB's sake. As a professional body shop, are you telling me the attached photos are evidence of quality work? Is installing the seat belt in front of the support bar common practice in your industry? Is a rear seat that won't lock into place or recline like it's supposed to, okay? Is a giant gap in the trim piece good enough for your shop? Did you have the safety of my family in mind when you delivered the vehicle in this condition? Keep in mind, none of these items were even affected by the accident yet it was returned to me in an unsafe condition with obvious installation issues. These weren't minor issues that a professional could possibly miss or think it is ready for delivery. Since you want to bring up the topic of proof, I am still waiting on all the supporting invoices that I requested after picking up my vehicle to substantiate your charges. They were all detailed in the email request. I asked my dealership to fix the installation issues and safety concerns. As far as the missing rear seat organizer goes, they quoted almost $1,200 for parts and installation. I told them to hold off on this for the time being so I could give you one more opportunity to rectify this portion of my complaint. If you're not willing to ship all my original parts back that you took of my vehicle and kept, it will be included on the final request. We have everything documented and are not going to walk away from this.
  
  Regards,
  ******* ********

  Business Response

  Date: 10/27/2023

  As we have stated the entire time. The vehicle was never brought back to us, nor were we given the opportunity to inspect his claims. Until we are allowed to look at the vehicle we are done. We offered to put him in our own car while we inspect his claims. As far as what we charge here and what anyone else thinks about what we charge is our business. He was aware of what our estimate and that was never an issue till he took the vehicle. Again, we have offered over and over to look at this vehicle and he has yet allowed us to do so. How do we know that another shop has not done things to this vehicle. We have stated over and over our position on this.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was in an accident on 8/11/23 and CO State Police notified Iron Mountain Towing LTD to tow car. I went to the facility the following Monday ( they are closed weekends) , providing them the proper identification ( valid insurance,valid registration and my valid driver’s license) and informed them that I would like them to tow the vehicle to Dellenbach Motors in Fort Collins, Co. I paid the bill with a check and the car was delivered as asked. Two days later I received a certified letter from Iron Mountain Towing stating that the vehicle had been towed by them, etc. (See upload). I noticed that there were two options an I clearly did option 1. Option 2 has $150.00 administration fee which I was incorrectly charged ( see upload) . I took the receipt and the letter to Iron Mountain Towing that day and informed Danny of the overcharge. He stated that “ everyone charges this administration fee) and would not explain.

  Business Response

  Date: 08/18/2023

  Regarding John Parker. When John came into the office his insurance agent had him in a very upset state, and he had no intensions of talking. I tried to explain that all law enforcement vehicles require the pulling of public records and certified mail that are at a cost to us, as state law (4-ccr 723-6) requires we do. We tried to explain this to Mr. Parker but we were not given the chance before he stormed out of our office.

  Customer Answer

  Date: 08/20/2023

  Complaint: 20486012
  
  I am rejecting this response because:
  
  Regards,
  
  John Parker

  Customer Answer

  Date: 08/20/2023

  I called Iron Mountain Towing Saturday morning and asked if I could see the vehicle. I was told that they were closed and I would have to wait until Monday. I asked about the vehicle ( I didn’t get a name) and I was told that it simply had a blown out tire and a scratch on the fender. I asked if I could come by the shop Monday morning and replace the tire with the spare and drive it home and I was told yes. On Monday morning I went to the shop and soon discovered that it had damage underneath and was not drivable. I paid to the bill and it was towed to Dellenbach Motors. This all falls under Option 1. It appears that miscommunication by Iron Mountain Towing is the reason I was charged the Administration Fee. 

  Business Response

  Date: 08/21/2023

  Per the Colorado Public Utilities Commission we charge $150 Statutory Notification fee. This fee is charged to all Law Enforcement-Ordered Tows. Please see attachment.

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  John Parker

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/10/2022 we received a certified letter from Iron Mountain that they had towed our 1999 Mercury Mystique. The letter required that we either pay for the towing and storage in order to receive the car back or pay a fee of $150 and turn over our title. We opted to turn over the title and pay the fee, which we did on 3/4/2022. We thought that was the end of it however, on 5/19/2023 we received a certified letter that the car had been towed in Lakewood, CO on 5/14/2023 and was still showing as being registered in our name. On 5/19/2023 I emailed Iron Mountain asking for an explanation of how the car was still in our name after signing the title over to them and for them to handle any financial charges in order for it to not affect our credit. On 5/26/23 we received a letter from the Lakewood Police Department regarding the tow and impound of the vehicle. Today (6/16/2023) we received and court summons from the City of Lakewood for Parking Violation and Abandoned Vehicle with a fine in the amount of $98. I have yet to receive a response to my email to Iron Mountain. There is no reason for that vehicle to still be in my or my husband's name unless the transaction was not handled properly by Iron Mountain and none of the fees or charges that are currently outstanding should be our responsibility and should not be on our records.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was in an accident on 12/15/2021. My car has been at Iron Mountain since after New Year's sometime of 2022. They were paid the final supplement on 9/14/22 and my claim ********** was closed. I still do not have my car. I called my former claim's agent on Friday September 23, 2022 to see if she knew of a reason I would not have my car. She said they had settled the claim, paid a substantial amount of money, and she assumed I already had my car. I also called Iron Mountain on the forementioned date. I was told there was a part that would not clip properly and they had to order that part and it might even be in that afternoon. I am still waiting. I owe a balance of 10, 062 to be paid when I pick up my car, which I am fully able and intending to pay. I just want my car and this 9-month nightmare of false promises and "two more weeks" until the next problem or excuse comes up over.

  Business Response

  Date: 10/14/2022

  We had the customers car here inside while waiting for parts. She was offered to come and get her car and she decided to leave it here while waiting.  Since Covid some parts are hard to get as the industry is still trying to catch up. Vehicle was completed and picked up on Oct 6,22.